Community Liaison (Evergreen)

Your Role in Our Calling:

As a Community Liaison, you play a vital role in delivering on our Company Calling: 

At Riverside Home Care, we provide compassionate, high-quality care that empowers seniors to live with independence and comfort at their home of choice. Through integrity, empathy, and collaboration, we offer personalized support that meets each client’s unique needs. Our goal is to enhance lives with respect, compassion, and unwavering commitment.

You are expected to bring your unique genius to this role, operating within our KEEPing culture of Knowledge, Engagement, Empowerment, and Partnership. 

Core Value Expectations: 

You are accountable for living and delivering on our Core Values: 

- Integrity- We uphold honesty, accountability, and teamwork, ensuring that our clients receive the highest standard of care with trust and reliability.

- Empathy- We walk in the shoes of our clients and their families, providing care with deep understanding, kindness, and respect.

- Extension- We continuously strive to expand our reach, bringing our compassionate care to more individuals and communities in need. 

- Collaboration- We believe in the power of communication, professionalism, and teamwork, always prioritizing people and their well- being. 

- Unbiased Care- We meet individuals where they are, embracing diversity and providing personalized support to help each client achieve the best possible health outcomes. 

Core Responsibilities:

1. Relationship Development:

• Establish and nurture referral relationships with key healthcare and community partners including:
• Hospice and home health agencies
• Skilled nursing facilities and hospitals
• Assisted living and memory care communities
• Elder law attorneys, fiduciaries, and financial advisors
• Community organizations, senior centers, and faith-based group
• Conduct regular in-person visits, calls, and follow-ups to maintain active engagement
• Represent the agency as a trusted expert and resource for aging-in-place solutions.

2. Lead Generation & Referral Management:

• Identify and develop new referral sources through outreach, networking, and education.
• Track and manage all referral activity in AxisCare
• Follow up promptly on all inquiries and ensure smooth hand-offs to the Care Relationship Manager for assessment and onboarding.
• Provide initial consultation or needs screening when appropriate to connect families with the right resources.

3. Marketing & Community Outreach:

• Plan and attend networking events, expos, lunch-and-learns, and community seminars.
• Coordinate with leadership to maintain consistent use of brand materials (brochures, rack cards, banners, promotional items).
• Manage local visibility efforts including community calendars and local sponsorships.
• Share success stories, testimonials, and community highlights with the marketing team for digital and print use.
• Track ROI and participation in community events to refine outreach strategies.

4. Collaboration & Communication:

• Partner closely with the Care Relationship Manager (CRM) to ensure continuity of communication from referral to client start of care.
• Communicate updates on referral status, client satisfaction trends, and community insights in weekly team meetings.
• Collaborate with internal team to coordinate client onboarding and caregiver placement when needed.
• Maintain clear, professional, and HIPAA-compliant communication in all interactions.

5. Client & Caregiver Support

• Conduct initial calls and monthly satisfaction check-ins with clients/families as assigned.
• Assist with client onboarding documentation, orientation, and follow-up after service begins.
• Support caregiver recruiting and onboarding as needed (screenings, interviews, orientation, scheduling).
• Participate in the on-call rotation to ensure after-hours support continuity, as needed.

6. Documentation & Reporting:

• Accurately document all outreach activities, referrals, and communications in AxisCare or designated CRM.
• Maintain up-to-date referral partner database and activity logs.
• Generate weekly and monthly reports on referral volume, conversion rates, and partner engagement.
• Monitor client and partner feedback to identify trends and opportunities for improvement.

7. Professional Development:

• Stay informed on industry trends, elder care resources, and community services.
• Participate in agency training, compliance updates, and professional development programs.
• Represent the agency with integrity and professionalism in all public and online forums.

Success Standards:

Client Satisfaction - Positive feedback from clients and families, minimal complaints, high retention rate 

Documentation Accuracy - Complete, timely, and accurate documentation of all activity

Brand Visibility - Consistent agency presence across community and digital platforms

Collaboration - Positive internal feedback from team and leadership

Referral Growth - Increase in active referral sources and qualified client inquiries

Employment Authorization

By signing this agreement, the employee confirms that they are legally authorized to work in the United States and will provide documentation to verify their work authorization status as required by federal law (Form I-9). This position is contingent upon satisfactory verification of the employee's right to work in the United States.

The Company will not discriminate against any employee or applicant for employment based on their national origin or citizenship status, except as required by law or government contract.

Mutual Commitment:

As the Employee, I commit to being a steward of our Company Calling and to living our values through action. 

As your Leader, I commit to creating a supportive environment that fosters your success and growth.